Business Analyst

HM Revenue and Customs

Apply before 11:55 pm on Tuesday 19th October 2021


Reference number



£33,080 - £35,977
Any new joiner will be paid the salary scale minimum (£33,080)


Higher Executive Officer

Contract type


Business area

HMRC - CDIO - VOA Customer Group

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Homeworking, Part-time

Number of posts



Bristol, Edinburgh, Manchester, Worthing

About the job


At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

HMRC is one of the largest organisations in the UK and we run the biggest digital operation in Government. Our digital business runs the IT behind tax and benefits services for 45 million individual and 4.9 million business customers.

Our role sits within HMRC’s Chief Digital & Information Group (CDIO) we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

Valuation Office Agency Customer Group (VOA CG) provides digital services and IT support to the Valuation Office Agency (VOA): drawing on HMRC’s digital expertise to ensure our customer (the VOA) gets the right level of service as well as building and supporting specialist unique services.

There are some important attributes that we are looking for in anyone joining VOA CG. You must have a collaborative approach and a passion to communicate effectively. You will take accountability and ownership with the ability to coach, mentor, reflect and ability to give and take feedback. You will be flexible and adaptable, working with a sense of urgency and passionate about having ‘Customer’ at the heart of what you do.

Job description

The Business Analyst undertakes grounded research to identify and understand emerging needs and provides detailed comment on a range of projects, applying robust processes and producing best practice agreed documentation.

You will define project needs recognising the potential for automation of business processes and improvements in information systems and feed these into the programme/portfolio process to enable resource to be appropriately allocated.

You will keep abreast of changes to user habits, preferences and behaviours across various digital platforms and understand the implications for successful delivery of government digital services.


• Lead on requirements analysis for small to medium initiatives
• Source, gather and document requirements. Facilitate the setting of business priorities
• Identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes
• Identify important stakeholders, tailoring communication to their needs, and work with teams to build relationships while also meeting user needs
• Apply a digital understanding to your work. Identify and deliver products that meet and maintain the Digital by Default Service Standard
• Analyse current services and processes. Identify and implement opportunities to optimise them
• Investigate problems and analyse options for new and existing services
• Use a wide range of techniques to model situations confidently
• Identify needs and engage with users or stakeholders to collate user needs evidence. Use quantitative and qualitative data about users to turn user focus into outcomes
• Support Senior Business Analysts on complex initiatives
• Actively participate in the Business Analyst community, sharing and re-applying skills and knowledge and bringing in best practice

Essential criteria:

• Excellent analytical skills
• Practical experience in process modelling
• Practical experience in gathering and documenting requirements
• Excellent presentation, facilitation and communication skills
• Proven experience of delivering at pace in an IT environment

Desirable criteria:

• BCS certification or diploma (Business Analysis, Requirements Engineering, Modelling Business Processes)
• Awareness of the government’s digital service (GDS) standards
• Ability to manage and resolve conflict or conflicting priorities
• Proven experience in managing stakeholder relationships
• Ability to work independently

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process.

Applicants should note that the starting salary for those who are offered a position is the salary scale minimum (£33,080) for this grade.

When lockdown restrictions ease, some regular travel to our VOACG Strategic Locations of Worthing, Bristol, Edinburgh & Manchester alongside other VOA & HMRC sites will be required. Office visits could be for the day or require overnight stays depending on the demands of the business.

This will be on an ad hoc basis to be defined by you in the role and agreed with your line manager.

For this role the department would not consider sponsoring a Certificate of Sponsorship/visa. Please note we are unable to offer advice on any Visa and Immigration cases.


• Flexible working options, season ticket loans and a great holiday package
• A Civil Service pension
• Professional development and training programmes and opportunities for continued development
• Being part of a supportive community - we are a diverse, cross-disciplinary team with varied backgrounds across the private, voluntary and public sectors
• A culture encouraging inclusion and diversity

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras booklet' for further information

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Strengths and Experience.
As part of the application process you will be asked to complete a CV and a 500 word personal statement, candidates will need to copy and paste their career history from their CV into a text box in the application marked ‘Employment History’. A 500 word statement of suitability is also required outlining how your skills, knowledge and experience meet the ‘responsibilities’ and ‘essential criteria’ in the job description.

Candidates will be sifted against the job description based on their skills, knowledge and experience from their CV, and statement of suitability included in their application.

The sift will begin when the advert closes. Successful sift applicants will be invited to a video interview.


There will be a panel video-interview, where we will explore your experience and suitability, using questions about experience and strengths-based questions. The strengths dictionary which gives more information about strengths can be downloaded via a hyperlink marked 'Success Profiles'.

There may be an exercise/presentation included in the interview and if this is going to be part of the interview format, details will be provided as part of the interview invite.

Additional interview information:

Due to the Covid-19 situation, in accordance with Government advice, all non-essential travel has been cancelled with implications for any current recruitment. We have made the difficult decision to cancel any face to face interviews with an alternative solution of video conference interviewing using Microsoft Teams.

Further information about the interview time and date availability will be released to you when the sifting has been completed. The vacancy holder will be contactable if you have any questions in the meantime.

Further information:

Due to the Covid-19 situation, any candidate who is successful at interview and accepts an offer made, will need to be flexible with their start date. Any start date will be worked out and agreed between both parties before the successful candidate can join our organisation. You will still be able to contact the vacancy holder with any questions during the recruitment process and we will endeavour to keep you updated of any possible delays.

For this role the department would not consider sponsoring a Certificate of Sponsorship/visa. Please note we are unable to offer advice on any Visa and Immigration cases.

Applicants should note that the starting salary for those who are offered a position is the salary scale minimum (£33,080) for this grade.

This role maps to the cross-government framework for the Digital, Data and Technology (DDaT). For more information visit the GOV.UK DDaT page.

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than 48hours before the vacancy closes, we will not be able to reopen your application for you. The inbox to contact is: Use subject line to insert appropriate wording eg Please re-open my application - 148904 & vacancy closing date 19/10/21

Successful candidates must pass a Disclosure and Barring Security Check/Disclosure Scotland. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

HMRC transformation
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions
We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.

If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

New entrants are expected to join on the minimum of the pay band.

Further Information
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Reasonable adjustment
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :
Name :  Jaci Blackmore
Email :
Recruitment team :
Email :

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages:

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